Solutions Engineer

Vancouver, BC
On-site
Posted Sep 1, 2026
1 position

Opens an external site

Employment type: Full-time
Experience level: Senior · 5+ years
Posting language: English
Working hours: 40 hours per week

Job summary

The Senior Solutions Engineer will own the onboarding process for complex, multi-module accounts by mapping product configurations to customer workflows. They will act as a liaison between Sales and Product to ensure accurate scoping and timely go-live for all new customers.

Job details

On-site | Vancouver Office – 564 Beatty St ABOUT THE ROLE EviSmart helps dental labs run their case workflow through three modules — Downloader, QC, and Case Entry. More and more customers are signing up for multiple modules at once, which makes onboarding more complex: each lab runs its own Lab Management System (LMS) and workflow, and our product needs to be mapped correctly to how they actually work. We're hiring a Senior Solutions Engineer to own onboarding for these complex, multi-module accounts. This person ensures that EviSmart is scoped and configured correctly against each customer's LMS and workflow from the very first sales conversation through go-live — so onboarding is smooth, on time, and no signed customer is lost along the way. KEY RESPONSIBILITIES * Map our product to the customer's LMS and workflow during the sales process, so what gets sold matches what can actually be delivered. * Assist Sales with scoping complex, multi-module deals — identifying LMS setup, workflow steps, and requirements that will affect onboarding before the contract is signed. * Support demos for complex accounts, tailoring them to how the customer's LMS and lab actually operate. * Be the liaison between Sales and Product — when a customer's LMS or workflow doesn't fit how EviSmart works today, own that conversation and drive it to a resolution. * Work with Customer Success to improve the onboarding process and keep customers satisfied throughout. * Own and lead onboarding calls for complex, multi-module accounts, ending each call with a clear next step. * Ensure every onboarding is completed within the timeline promised to the customer. * Track onboarding status accurately in HubSpot so leadership always knows where each account stands. REQUIREMENTS Must-Have * 5+ years in a Solutions Engineer, Implementation, or Technical Onboarding role at a B2B SaaS company. * Experience mapping a product to a customer's existing systems/workflow (LMS, practice management software, or similar) during sales and onboarding. * Comfortable leading onboarding calls independently, including with frustrated or uncertain customers. * Strong cross-functional communication — able to translate customer needs to Product and Product constraints back to customers. * Organized, with good CRM/documentation habits. KPIS & SUCCESS METRICS * 100% retention of signed customers through onboarding — no signed customer is lost before go-live. * Onboarding cycle time: reduce average time from signup to go-live from ~52 days to a target of 25 days. * On-time go-live rate: 80% of accounts go live on the date promised at kickoff. * Scope accuracy: 75% of onboardings completed with no scope change. 30/60/90 DAY PLAN This role starts as an individual contributor. Successful completion of the 90-day plan below makes the person eligible to be considered for Team Lead as the team grows. Days 1–30: Learn * Complete onboarding on EviSmart's product (Downloader, QC, Case Entry) and shadow current onboarding calls. * Learn the most common Lab Management Systems and workflows our customers use. * Review the last 6 months of onboarding tickets in HubSpot to understand where accounts typically stall. * Shadow Sales on at least 2 complex, multi-module scoping calls. Days 31–60: Contribute * Independently scope and support at least 1 complex, multi-module deal alongside Sales. * Own at least 2 onboarding accounts end-to-end, from kickoff through go-live. * Start identifying and documenting recurring LMS/workflow mapping gaps for Product. * Begin contributing to the onboarding playbook based on early account learnings. Days 61–90: Own * Independently own onboarding for all assigned complex, multi-module accounts. * Hit or trend toward the core KPIs (on-time go-live, scope accuracy, retention, CSAT) on owned accounts. * Deliver at least one process or playbook improvement adopted by the broader onboarding team. * Present a 90-day review of owned accounts, including cycle time, retention, and lessons learned, to the manager. Path to Team Lead Successful completion of the 90-day plan — hitting KPI targets, demonstrating ownership of complex accounts, and contributing to team process — qualifies the individual to be considered for Team Lead, taking on mentoring of newer Solutions Engineers and a greater voice in onboarding strategy. This is an opportunity to be evaluated, not a guaranteed promotion.

What you’ll do

Requirements

Candidates must have 5+ years of experience in a Solutions Engineer or technical implementation role within a B2B SaaS environment. Strong skills in system mapping, cross-functional communication, and CRM documentation are required.